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Mahindra grabs top slot in after-sales tractor service: JD Power Survey

Mahindra grabs top slot in after-sales tractor service: JD Power Survey
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Mahindra Tractors ranked highest in satisfaction with the after-sales service experience with a score of 831, a 30-point improvement from 2017 revealed in J.D Power 2018 India Tractor Customer Service Index (CSI) Study on Thurday. 

Around 3,835 tractor owners across 14 states participated in the study.

Around 3,835 tractor owners across 14 states participated in the study.


Swaraj tractors secured second position with 825 points followed by John Deere Tractors with 822 points among the eight brands included in the study, as per the release.

Overall, customer satisfaction with tractor after-sales service is higher (up 28 points on a 1,000-point scale) when owners choose to have their tractor serviced at their own premises, compared to when they would have liked but are not offered this door-step service option by their dealer.

Around 3,835 tractor owners across 14 states participated in the study which was fielded from January 2018 to May 2018 and includes owners who purchased a new tractor between January 2016 and May 2017 from an authorised dealership.

Apart from the ranking the study highlighted also revealed that customer satisfaction with tractor after-sales service is higher (up 28 points on a 1,000-point scale) when owners choose to have their tractor serviced at their own premises. 

Around 3,835 tractor owners across 14 states participated in the study

This result is drawn in comaparison to when the custaomers would have liked but are not offered this door-step service option by their dealer. the release mentioned that 58 per cent of tractor owners received offers from their dealer to service their tractor at the owner’s premises, with 41 per cent of customers selecting this service. 

Additionally, more than one-third (34 per cent) of customers opting for the door-step service had a better-than-expected overall service experience than those who would have liked but were not offered the service (20 per cent). 

Yukti Arora, Practice Lead, Agriculture and Construction Equipment at J.D Power said, “Customers expect a convenient and personalized service from their dealer network, that is accessible to them through multiple channels. While the industry is making consistent efforts to improve the customer experience, current service offerings are often seen as inconsistent and disjointed. Manufacturers and dealers need to shift the focus from transactional sales and service practices to initiatives that meet their customers’ unique requirements in the most timely and cost-efficient way."

 

Source- JD Power Survey 2018

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